Self-service kiosks enhance experience at HUP Hotel

Innovation in hospitality

Sporting hotel HUP in Mierlo recently took a step towards modernisation with the introduction of self-service kiosks from Dutch company Enzosystems. This technology allows guests to check in independently, reducing waiting times at reception. "With these kiosks, we have struck a balance between technology and hospitality," says general manager Mark Oidtmann.

Hotel HUP caters for both families and business guests and has extensive sports, wellness and relaxation facilities. Efficiency and hospitality are therefore key. "Our guests want to use the facilities from the moment they arrive," Oidtmann explains. On busy days, such as during the autumn holidays, the hotel receives up to 450 guests. "We have 149 rooms, but because of our family rooms and rooms where an extra bed can be placed, we often have a large occupancy. This created queues in the lobby at busy times. We were looking for a solution that would increase both hospitality and efficiency, without the need for additional staff."

The advantages of self-service

"We combine hospitality with technology by using four kiosks from Enzosystems, while an employee is always present at the self-check-in desk," Oidtmann continued. "It is really an addition for us, but not an obligation for our guests." Enzosystems' self-service kiosks are fully integrated into the hotel's PMS system, ensuring a smooth and user-friendly process. Guests can enter their details independently, pay and receive their room key.

Some guests opt for self-service, while others prefer the traditional check-in process, especially for special requests such as cash payments. The hybrid model used by Hotel HUP allows it to cater to the needs of different types of guests. According to Oidtmann, the technology fits well with guests' changing expectations. "More and more people are used to self-service, such as at fast food chains and airports," he says. "Our kiosks offer this option, without increasing the pressure on our staff." The self-service approach allows for a different allocation of staff deployment in the lobby. This allows employees to focus on personally welcoming and supporting guests, improving both efficiency and the experience.

Adjustments for staff and guest experience

The introduction of kiosks meant a change for the team, especially for the front office. Staff had to familiarise themselves with the new technology and get used to their changing role. "When you implement a new technology, it is important to involve staff in it from the beginning and make the benefits clear," says Oidtmann. "Over time, we saw that acceptance increased as staff experienced the benefits of the kiosks. Now they help think about further optimisations."

The choice of Enzosystems' kiosks was deliberate for HUP. "For us, the decisive factor was that this is a Dutch company with more than 30 years' experience. With Enzosystems we have chosen a reliable partner," Oidtmann stresses. "They visited several other hotels with us to see how they work with the kiosks. In addition, direct communication and good service make the cooperation pleasant. Together, we were able to set up the process efficiently. It took some time to optimise the communication between the kiosks and PMS system Opera, but now it works excellently."

Balancing hospitality and technology

The self-service kiosks at HUP in Mierlo show how technology can support hospitality. Waiting times are shortened and staff are given more space to focus on personal welcome. "We are glad they are there. We built the kiosks into a piece of furniture, to give them attention in a special way. You can see that some guests are already walking towards it by themselves and are no longer looking for a person. It's not higher maths, so everyone can check in so easily. Our staff can then spend their time precisely with our guests and their children."